Join our leading vet-owned independent practice!
Are you an organised, proactive individual with experience in veterinary reception or client support who is looking to take the next step in your career?
Torch Farm & Equine is looking for a Veterinary Client Support Team Leader to lead our small, friendly reception team at our Holsworthy practice.
This is a small, close-knit practice, so we're looking for someone who enjoys a hands-on leadership role. You'll take ownership of the smooth day-to-day running of the practice, working alongside your team to coordinate veterinary visits, respond to client enquiries both in person and over the phone, maintain high standards throughout the practice, identify opportunities to improve the way we work, and deliver an exceptional experience for both our clients and colleagues.
We're looking for someone who enjoys being involved, takes pride in getting the little things right and isn't afraid to roll up their sleeves to help wherever needed. You'll be the person who keeps the practice running smoothly, spotting what needs doing and taking the initiative to make it happen.
Hours of work:
5 days a week although applications from candidates seeking a 4-day working week will also be considered.
Monday - Friday with 1 in 5 Saturday morning rota.
Monday to Friday 8:30 am - 5:30 pm
Saturdays 8:30 am - 12:30 pm
Hours of work will include a rota to cover 8:00 am start and 6:00 pm finishes during the week.
Responsibilities:
- Troubleshooting to provide a professional and efficient service for clients and the business
- Promote the business positively and professionally to clients, colleagues, and the public
- Oversee and support the team in all aspects of their role
- Train new team members on all basic tasks within the required timescales
- Monitor ongoing training needs and provide coaching as appropriate
- Monitor Vet/Colleague appointments on diaries to ensure bookings are made in the most cost effective manner to aid productivity
- Plan location specific rotas to cover the business adequately and within budget including holiday scheduling.
- Manage site repairs and maintenance, coordinating with Operations Manager
- Location H&S checks and monitoring, promoting a safe working culture
- Maintain an excellent knowledge of the company’s services and products and provide clients with accurate, informative and timely information
- Promote a positive and supportive working environment for all colleagues, working with the Line Manager and HR as required, being mindful of equality and diversity within the team
- Monitor work practices to ensure policies and procedures are followed
- Develop, plan, and implement new ways of working, and review success regularly
- Motivate and inspire the team through good communication to encourage teamwork and flexibility
- Identify clinical team support requirements to relevant line managers.
Requirements:
- A good understanding through personal experience of farm terminology
- Equine knowledge including basic horse anatomy
- Excellent organisation skills and a positive and productive work ethic
- Good listening and coaching skills
- The ability to communicate effectively, influence and manage expectations of colleagues and clients alike
- Proven problem solving ability and of using your initiative to proactively resolve issues
- Ability to prioritise own and team workload delegating tasks appropriately
- Experience in working with the public in a customer service environment
- Practical experience of managing multiple diaries
- IT skills – experience using email, word, excel and a willingness to learn how to use internal software
- A calm, confident, manner with the ability to motivate and a desire to improve
- Willingness to challenge colleagues in order to maintain standards and improve where necessary
- Work together as part of a team with trust and integrity
- A good knowledge of local geographic area.
Please apply with Covering Letter and CV to Nikki Thomas, HR Coordinator
Closing Date for Applications: Friday 14th August 2026
Job Types: Full-time, Permanent
Benefits:
- Additional leave
- Company events
- Company pension
- Employee discount
- Employee mentoring programme
- Enhanced maternity leave
- Enhanced paternity leave
- Free flu jabs
- Free parking
- Health & wellbeing programme
- On-site parking
- Private medical insurance
- Sick pay
Application question(s):
- Please explain your relevant experience for leading a team
- Please confirm your salary expectations
- Please advise your notice period
Experience:
- Customer Service: 1 year (required)
Work Location: In person
